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In an effort to not overwhelm a CSM’s cockpit, we are wanting to create a CTA that aggregates survey responses over the previous week. How can I include in the notes a report of the survey response and what they responded?
Best answer by andreammelde
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Hi
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We are sending a survey with a large audience and want to trigger the CTA to fire on Monday for the all the responses received the week prior and list each response. Pivot and then concatenating doesn’t really work for this
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This is helpful information, thanks
The way that CTA comments are structured, you can’t really embed a whole report, but you could look to present the most relevant information in the CTA comments. Short of that, the option you outlined of a section in the C360 with the report and/or a dashboard view with a global filter that would allow the user to select a specific customer or region or other logical grouping to aggregate on.
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it might - but the goal was to hopefully list all the emails so that the CSM could use the email assist task to send a follow up and not have to leave Cockpit as much as possible.
We have seen a big drop off in CSMs following up on NPS CTAs when they have to toggle between areas.
However, this is a one off program. We sent over 1400 requests for survey response whereas our normal monthly one will only be a couple hundred and can be individual.
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My idea is to create a low volume GS object and send a few key data points from the NPS Survey Response object, and then link the low volume object to the CTA.
Is it possible to have multiple records link to one CTA if I use the Company GSID to link?
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I was able to set up the rule to count the GSID of each survey type and then use that as token in the comments instead of displaying a chart
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Here is the logic and the action with the tokens
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